Customer Success Manager

Exostar is seeking a Customer Success Manager to help small and medium-sized businesses adopt and realize ongoing value from Exostar Managed on Microsoft 365 and CMMC Ready Suite solutions. As a member of our Go-To-Market team, you will manage a portfolio of SMB customers, helping defense suppliers build secure collaboration into everyday work and progress toward CMMC readiness.

You will work with business owners, customer administrators, and IT and compliance contacts who often balance cybersecurity responsibilities with other priorities. You will turn customer goals into practical success plans, remove adoption barriers, and support retention and growth through proactive engagement. The role partners closely with Sales, Solutions Consulting, Onboarding, Professional Services, Product, Support, and Operations.

• Manage an assigned portfolio of SMB customers, using account health, lifecycle stage, and business needs to prioritize outreach and engagement.
• Coordinate the transition from Sales through onboarding and ongoing adoption. Establish success plans with clear customer outcomes, owners, milestones, and timelines.
• Help customers reach initial value by coordinating account activation, administrator enablement, user adoption, and their first secure collaboration workflows with onboarding and technical teams.
• Deliver practical product education through customer sessions, office hours, webinars, and reusable guidance. Help administrators and users adopt approved workflows for collaborating on Controlled Unclassified Information (CUI).
• Help customers understand the capabilities of their purchased solutions and their shared responsibilities. Coordinate with compliance specialists and Professional Services on readiness goals, documentation needs, and assessment preparation.
• Monitor usage, engagement, support trends, and readiness milestones to identify stalled adoption and renewal risks. Develop recovery plans and track actions through completion.
• Lead customer success reviews focused on business value, adoption, open issues, and next steps. Coordinate escalations and provide timely updates until the appropriate teams resolve them.
• Partner with Sales on renewal planning and forecasting. Identify appropriate opportunities for additional users, suite capabilities, or readiness services based on customer needs and demonstrated value.
• Build repeatable SMB engagement programs, including lifecycle communications, group training, and self-service resources that provide consistent support across a growing customer base.
• Maintain accurate customer records, health assessments, success plans, and renewal risks in CRM and customer success systems. Share recurring feedback with Product and internal teams to improve the customer experience.

Basic Qualifications:

You are a great fit for this role if you:

• 3 or more years of experience in customer success, account management, onboarding, or a related customer-facing role supporting SaaS, managed IT, or cybersecurity solutions.
• Experience managing a portfolio of SMB customers and balancing individual engagement with scalable customer education and outreach.
• Demonstrated ability to improve adoption, communicate business value, and contribute to customer retention and renewal outcomes.
• Ability to explain technical concepts clearly to business owners, administrators, and users with varying levels of technical knowledge.
• Working familiarity with Microsoft 365 collaboration tools, including Teams and SharePoint, and foundational concepts in identity, access management, and secure information sharing.
• Foundational understanding of CUI, CMMC, and NIST SP 800-171, with the ability to learn Exostar’s solutions and involve technical and compliance specialists when needed.
• Strong organization, follow-through, presentation, and problem-solving skills, including experience coordinating customer issues across internal teams.
• Experience using CRM, customer success, and support systems to track engagement, identify risk, and manage follow-up.

• Experience supporting aerospace and defense suppliers or other organizations with limited internal IT and compliance resources.
• Familiarity with Microsoft 365 GCC High, managed secure environments, virtual desktops, or managed security services.
• Exposure to CMMC readiness activities such as shared responsibility reviews, System Security Plans (SSPs), Plans of Action and Milestones (POA&Ms), policy management, and evidence collection.
• Experience developing customer webinars, onboarding playbooks, automated lifecycle communications, or other programs that improve engagement at scale.

Location: Herndon, VA, Cincinnati, OH- (Hybrid-3x/week)

Remote Locations: NC, GA, TX, NJ, PA, IL, DC, MD, OH, FL, SC, CO, IN, MA, NV, WA,CA

The annual base salary range for this position is $100,000k - $115,000k/yr; plus, eligibility for variable commission compensation, however, the final compensation will be determined based on factors including experience, skills, qualifications, and location. Exostar also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, EAP, Flexible Spending Accounts, 401(k) matching, flexible time off and sick leave).

About Exostar

Exostar’s cloud-based platforms serve the Aerospace & Defense, Life Sciences, Healthcare, and other highly regulated industries by enabling secure collaboration, information sharing, and compliance. We build trusted communities and deliver insights that help organizations mitigate risk and operate more efficiently.

• We believe in employee development: we promote internally and provide training and educational assistance 
• We provide a fun, engaged workplace, with social and community-building events 
• We offer comprehensive benefits and flexible time off plans 

Exostar is an Equal Employment Employer.  The company provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, marital status, disability status or genetic information.  Exostar is committed to providing equal employment opportunities for all persons in all facets of employment including recruiting, hiring, compensation, promotion, training, benefits, transfers and working conditions.